How to ensure your premises are accessible and compliant

To comply with the law, you must anticipate the needs of people with disabilities and make "reasonable adjustments" to your premises to ensure they can access your services. This isn't just about avoiding discrimination; it's about welcoming every potential customer through your door. The key is to be proactive—thinking about accessibility before a customer has to ask for it.

What is the Equality Act 2010?

The Equality Act 2010 is a crucial piece of legislation that legally protects people from discrimination in the workplace and in wider society. For your business, it means you have a duty to ensure that disabled people are not treated less favourably than non-disabled people. This duty applies to anyone providing goods, facilities, or services to the public, regardless of the size of your business.

A key part of the Act is the requirement to make reasonable adjustments. This involves removing the physical and non-physical barriers that could prevent a person with a disability from using your services.

What Counts as a 'Reasonable Adjustment'?

The word "reasonable" is important because what is required depends on your specific circumstances. Factors that determine what is reasonable include:

• The cost and practicality of making the change.
• The size of your business and its resources.
• The potential benefit the adjustment would bring to customers.

For a small independent shop, a reasonable adjustment might be a portable ramp, whereas a large national chain might be expected to install a permanent concrete ramp. It’s a case-by-case assessment, but the goal is always to remove barriers where you can.

A Practical Accessibility Checklist for Your Premises

Use this checklist to review your current or planned premises. Think about the entire customer journey, from the street outside to the payment counter.

1. Approaching and Entering Your Premises

• Level Access: Is there a step-free route into the building? If there are steps, can you provide a ramp? A sturdy, portable ramp can be a cost-effective solution if a permanent one isn't feasible.
• Doors: Are the doors wide enough for a wheelchair or mobility scooter? Are they easy to open? Consider installing an automatic door or a push-pad if your budget allows. If not, ensure a doorbell is placed at an accessible height so customers can request assistance.
• Signage: Is your main sign clear and easy to read from a distance?

2. Moving Around Inside

• Aisle Width: Ensure there is enough space for a wheelchair user to navigate comfortably between shelves and displays. Keep aisles clear of temporary obstacles like stock boxes or A-frame signs.
• Flooring: Is the floor surface level and non-slip? Avoid thick rugs or mats that could be a trip hazard or difficult for wheels to move over.
• Lighting: Good lighting is essential for visually impaired people. Ensure your space is well-lit, especially around product information and payment areas.
• Lifts and Stairs: If your business is on multiple levels, are there lifts available? If not, can you offer to bring products to the customer on the ground floor? Ensure any stairs have a sturdy handrail.

3. Using Your Facilities

• Payment Counters: Is your counter at a height that is comfortable for someone in a wheelchair? If you have a high counter, consider adding a lower section. Ensure your card machine is portable or has a long cable so it can be easily passed to customers.
• Seating: If you have a café or waiting area, is there a variety of seating available, including chairs with armrests? Is there space for a wheelchair user to sit comfortably at a table?
• Accessible Toilets: If you provide customer toilets, is there an accessible one? This should be equipped with grab rails, an alarm cord, and enough space for a wheelchair.

4. Information and Communication

• Signage: Is internal signage (e.g., for different sections or toilets) large, clear, and in a high-contrast colour scheme?
• Staff Training: Your team is your most valuable accessibility tool. Train them in disability awareness so they feel confident and proactive in offering assistance, such as describing products to a visually impaired customer or communicating clearly with someone who is hard of hearing.

Top Tip: Don't view accessibility as just a compliance task—see it as a customer service opportunity. By making your business open and welcoming to everyone, you tap into a wider customer base. The spending power of disabled people and their families (often called the 'Purple Pound') is estimated to be worth £274 billion a year to UK businesses. A small investment in accessibility can bring a significant return.